Calabrio WFM vs. Klaus

Calabrio Teleopti WFM must be implemented urgently if there is an organizational problem, time is a primary factor if you want to achieve business success, scheduling meetings and knowing in detail what is the availability of all workers is a job that this product can do without any problem. the operational problem, this product evaluates with supplied data what is the availability of each worker, organizes everything effectively, customer service is also optimal because you can manage the staff and request the comparison of new workers according to the requirements of the entire equipment.

Incentivized

Klaus works great for teams looking to share feedback on a subset of conversations customer support agents have with customers.

Incentivized

• Shift bids. It has a tremendous number of options for ranking agents bye seniority, quality scores, and other factors.
• Customer service has always been a strong point with Teleopti. There's never a problem getting help with use of the system or technical issues.
• User interface. Our agents really enjoy using their schedule portal and find it seamlessly integrates with their other software.
• The installation and onboarding process was pretty smooth considering other launches we've had.

• Set review goals through assignments
• Calculates the team's IQS
• Help us identify areas for improvement

Incentivized

• PDF preview of a report cannot be scrolled down.
• Sometimes when picking a site it downloads the link as a document.
• N/A

Incentivized

• the UI can be difficult to use
• too many changes to the UI

Incentivized

It serves my needs perfectly, but it sometimes glitches where you press a link and it downloads the page instead of opens it.

Incentivized

It's not always super easy to use. The UI changes often which can be frustrating. I'd rather be able to set up the program and have to work continually for my team. In my opinion, I've especially seen it go downhill since it's been acquired by zendesk.

Incentivized

We use this software on a regular basis and consistently meet expectations based on the results obtained through the application. I can easily monitor my team members' performance. Overall, this application increases productivity in our company's call center platform. We only have a small number of users. Employees can use mobile devices, tablets, the web, MS Teams, or Slack to record their arrival and departure times. Creates powerful reports and automated timetables for each employee or workgroup.

Incentivized

• Our team has saved a significant amount of time by managing schedules in Teleopti
• It also frees up our workforce manager so they don't have to manage shift swaps

Incentivized

• We can say with confidence that we are delivering top notch service to our customers.

Incentivized